Customer Service Applications
Call Centre & Incident Management for Lotus Notes Domino
Call Centre & Incident Management provides you with the tools to provide your Help Desk with excellent Customer Service or After Sales service, vital for Customer retention.
Manage Helpdesk calls efficiently to the highest standards and maintain service level agreements. Call Centre & Incident Management empowers your Customer Service Help Desk to quickly and easily resolve problems calls and handle call enquiries when they happen.
The skills matrix function routes the type of problem to an appropriate call handler, best suited to resolve the situation.
The various report views provide management with the ability to conduct Service Desk / Help Desk costing analysis, provide full audit trails and analyse customer calls by status, handler, by location and more!
Service Desk Call Centre Management key features:
- Call logging, routing, tracking, escalation & reporting
- Call Categorisation up to 5 levels for type analysis and skills routing
- Call delegation, assignment and reallocation based on problem type, location or skills matrix
- Problem resolution costing analysis
- Various report views - by status, handler, site etc.
- Complete web functionality
- Full audit trail of calls
- Comprehensive reporting facility, view completed calls by reference, company, handler, product etc.
- Export data to MS Excel
- Automatic call reminders, view overdue calls
- Product & problem analysis for quality cost tracking.
Call Centre & Incident Management will enable your business to:
- Provide quality front-line customer service and problem tracking
- Improve response times, empower staff, and meet agreed service level agreements through automatic call prioritisation and escalation
- Ensure consistency in response to common customer problems
- Improve awareness of enquiries, service calls, complaints and other customer calls
- Track and manage customer issues effectively
- Easily share data between different departments
- Conduct quality reporting on customer product issues
- Facilitate liaison between Customer Service and Sales teams.
What versions of Lotus Notes Domino?
Various releases of ServiceDesk are available for use with a wide range of Lotus Notes and Domino versions from
6.0x, 7.0x, 8.0x up to 8.5.x.
You can find more on the Application Technical Requirements here.
We make sure our applications work and would put every effort into working with you to ensure our applications work both in the short, medium AND long term, through which ever Lotus Notes and Domino versions you happen to be running.
We'd love to talk with you about your application needs, your business requirements and how we can help.
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